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Searching and filtering missed chats

A Missed Chat occurs when a patron starts a new chat from an online widget, but the patron ends the chat before an operator answers.

Both Regular and Admin users can view any chat transcript in the system.


Searching and filtering missed chats

To get started, go to LibChat > Missed Chat. 

Filtering the list

Use the filters at the top of the page to narrow the missed chats you want to analyze.

Missed chat filters

  1. Email/Phone: use this field to filter by the email address or phone number that was input by the patron in the Contact Info field.
  2. Transcript Text: use this field to filter by keywords in the transcript of a chat.
  3. Department: use this field to filter missed chats to a specific department that is monitoring any chat widget(s). Select "View All" to include missed chats from any department.
  4. Owner: not applicable for missed chats as no chat operators can claim a missed chat -- any claimed/answered chats will be logged in the Transcripts.
  5. Tag: use this field to filter chats based on their assigned tags.
  6. Rating: not applicable for missed chats as no ratings can be given for chats that never started.
  7. Widget: use this filed to filter missed chats to a specific widget that is receiving chats. Select "View All" to include missed chats from any widget.
  8. Asked from and To:  use these date fields to filter missed chats by their submission dates, using the Asked from field to specify a start date and the To field to specify an end date.
  9. To apply your filters, click the Filter button.
  10. To reset all fields to default, click the Clear Filter link.

Viewing and managing missed chats

After filtering, you will be able to view the missed chats that meet the parameters of the search. You'll also find options in the Actions column for managing the list of missed chats.

Actions for managing missed chats

  1. View transcript: view the transcript and details of the missed chat.
  2. Make a ticket from this transcript: create a new ticket from the missed chat to follow-up with the patron.
  3. Email transcript: send a copy of the missed chat's transcript to an email address.
  4. Ban this IP: ban the IP of the patron.
  5. Delete transcript: delete all records of the missed chat from LibAnswers.

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